Re: Has anyone tried running Remedy ARS on Vista Home Edition?

[Barber, Dave]

I installed Oracle XE on my Vista Home Premium edition a couple of days
back, I'm intending to install 7.1 against it.
 
Figured that I'd need to run the apps in compatibility mode, and as
Admin.
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chris While
Sent: 31 December 2007 10:02
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone tried running Remedy ARS on Vista Home Edition?


** I installed 7.0.1

I used Oracle though, I have no experience of insallting on Vista using
MSSQL - it should be more compatible though, right ? :-)

One thing I have noticed (and this may be down to my install prefs with
Vista) is that although I  logged in as an Administrator, I still needed
to run the programs/batches as Administrator. 

Good luck.


On Dec 31, 2007 9:43 AM, Remedy <[EMAIL PROTECTED]> wrote:


** 
Chris,
Thanks for your response. Sounds good you were able to
install them. Which version of ARS did you install? I am looking to use
MS SQL developer edition as the database and i will be installing under
the administrator account. Anything else that i need to take care of? 


 
On 31/12/2007, Chris While <[EMAIL PROTECTED]> wrote:


** Hi. 


It was OK, a little problematic (as usual with Vista).
Need to run the installer in compatability mode, running as Admin. Also,
when I start Oracle I need to to it as Admin, before starting ARS as
admin also. 
It runs OK.

Chris 



On Dec 31, 2007 9:28 AM, Arnab Baral
<[EMAIL PROTECTED]> wrote:


** 
Hi,
I did and it did not allow me to install. 

 
Arnab

 
On 12/31/07, Remedy <[EMAIL PROTECTED] >
wrote: 

** 
Hi all,
I would like to know if anyone
has successfully tried to install & run Remedy ARS 6/7.x on Windows
Vista Home edition? were there any issues/concerns?
 
 
__20060125___This
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Remedy on Vista

[Barber, Dave]

(no, not *quite* the same questions as have gone around before)
 
I've gone through trying to setup Remedy on Vista, but have hit a slight
problem.
 
Figured that I could run it against either SQL Server Express, or
possibly Oracle XE. This is only for myself, for a bit of tinkering at
home, so don't need to put full blown SQL server installs.
 
So far I've only tried installing against SQL Server Express - SQL
services are definitely running, and whilst going through the AR install
(7.1), it recognises the SQL Server installation, but then proceeds to
say that the services are not started (haven't got a note of the exact
message).
 
I know that SQL Server Express isn't officially supported, but I would
have hoped it would have worked ... any suggestions as to work arounds?

 
Haven't tried it against Oracle XE on Vista yet, but I think I'm just as
likely to try running Oracle XE on the Ubuntu VMWare session, and
attempt to install 7.1 against that - before I start sweating blood over
the weekend, is it likely to install?

Regards
 
Dave
 
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Re: Remedy on Vista

[Barber, Dave]

*phew*, so its not just me then!
 
I've got Oracle XE installed on vista, just haven't had a chance to try
it yet.  Pretty much expect it to work just as "well" as SQL Express.
 
Not sure we've got MSDN, or access to the developer edition though, will
have a dig.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Remedy
Sent: 04 January 2008 11:26
To: arslist@ARSLIST.ORG
Subject: Re: Remedy on Vista


** 
Dave,
I had this same issue, after i tried to install ARS 7.1 on
Windows Vista with SQL 2005 Express. The installation wizard could not
find my sql express instance name or by local system name. I thought it
would not work with SQL Express edition, so i am now trying to get a
copy of SQL 2005 developer edition. I am not a great fan of Oracle, so
didnt bother to install oracle DB 


 
On 04/01/2008, Barber, Dave <[EMAIL PROTECTED]> wrote: 

** 
(no, not *quite* the same questions as have gone around before)
 
I've gone through trying to setup Remedy on Vista, but have hit
a slight problem.
 
Figured that I could run it against either SQL Server Express,
or possibly Oracle XE. This is only for myself, for a bit of tinkering
at home, so don't need to put full blown SQL server installs. 
 
So far I've only tried installing against SQL Server Express -
SQL services are definitely running, and whilst going through the AR
install (7.1), it recognises the SQL Server installation, but then
proceeds to say that the services are not started (haven't got a note of
the exact message). 
 
I know that SQL Server Express isn't officially supported, but I
would have hoped it would have worked ... any suggestions as to work
arounds?  
 
Haven't tried it against Oracle XE on Vista yet, but I think I'm
just as likely to try running Oracle XE on the Ubuntu VMWare session,
and attempt to install 7.1 against that - before I start sweating blood
over the weekend, is it likely to install? 


Regards
 
Dave

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Re: User Sizing ?

[Barber, Dave]

Not sure the compatibility matrix is what you want - its probably more
along the lines of sizing of servers/hardware?

When you say 200 users - will that be 200 concurrent, heavily active
users, or a mix of say 30 fixed and 30 floating licenses spread across
the remaining user base?  Server sizing will also vary wildly depending
on the actual work load - even if you're using fairly standard out of
the box applications, will it need to be in a high availability
configuration (ie. SQL fail over, load balancing?), what sort of
workload will be thrown at it (ie. number of tickets/requests handled).

Regards

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rami S Ayoub
Sent: 06 January 2008 21:14
To: arslist@ARSLIST.ORG
Subject: Re: User Sizing ?

Carey,

Thank you I found one white paper , but still I don't have clear
computability for what I'm trying to do ? 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, January 07, 2008 12:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: User Sizing ?

Rami,

   Your answer completely depends on the application the users will be
using and the type of actions they will be taking in that application.
( Even a few users doing a bad search will bring any application/RDBMS
to a
crawl.) Generally however there is a "white paper" that BMC published
for ITSM sizing. From memory I think 200 users is sized to be a "small"
install.
(maybe it was medium, but I think it was still small. ) I also think
there are considerations for what clients the users will be using. (
User Tool, Mid-Tier, Crystal Reports, Import tool, ect... )

   Generally however, buy the hardware that you can afford to by and
then try to do performance tuning at the DB when needed. (And user
education whenever possible.) You likely will also find that your
hardware/performance needs change over time. So be prepared to adjust
and improve things as time passes too.

HTH.

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Jan 6, 2008 9:10 AM, Rami S Ayoub <[EMAIL PROTECTED]> wrote:
> **
>
> **
> Hi List,
>
> There is methodology for the sizing for example if I have 200 users 
> they will using the system , there is any requirement or compatibly 
> matrix for this ?
>
> Regards,
> Rami Ayoub
> BMC Development Manager



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Re: Download 554MB from BMC.COM...

[Barber, Dave]

Would have thought that a 500+ meg download wouldn't be such a major
issue with the speed of corporate connections in this day and age?

As for a download manager - there are plenty of 3rd party applications
that can do such a task, in which case google is your friend.

Regards

Dave 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Terje Moglestue
Sent: 08 January 2008 14:16
To: arslist@ARSLIST.ORG
Subject: Download 554MB from BMC.COM...

I just needed to download all ITSM 7.0.3 releases for one of my clients.
Asset 7.0.3 for Windows is now 554MB! It must be some good stuff in
there - but what a killer!

 

AM 7.0.2 was around 350MB - what have they done? Added a new language,
included the Data Management Module, included patch 6 and a few more
bugs (sorry - it was a new year joke). The file size is starting to
become a problem. It takes forever to download at best. Normally the
download is terminated a few times when downloading from the client.

 

BMC needs to come up with a solution here: Some alternatives:

 

- A download tool that restarts where it took off when
terminated.

- Separate their download files into smaller packages.

 

 

All the best
Terje 
 
Terje Moglestue
Mogle Consulting Ltd
 
Office  +44 1344 621060
Mobile +44 7740 90 9985
Fax +44 870 134 7023
Email [EMAIL PROTECTED]  
 


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5.1.2 install problems

[Barber, Dave]

All,
 
I'm attempting to install 5.1.2 onto a Win2k3 VMWare session as our
development system.  Ideally it should be connecting up to a SQL 2005
server.  After reading through the archives, I've set the sp_dbcmptlevel
for SQL 2000 (as per our 5.1.2 live system).
 
However, it doesn't even get to the point of asking the server to
install to - I get the "Cannot load database connection DLL" error pop
up regardless of what I do.
 
Any suggestions?
 
Ta
 
Dave
 
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Re: 5.1.2 install problems

[Barber, Dave]

We've got a few SQL databases (512 running on SQL 2k, 7 running on SQL
2k5), so I could be wanting to install it onto a SQL 2000 database, but
its not even getting to that point.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: 10 September 2007 16:05
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
It should be the other way round. Install your system on 2000, upgrade
that to 2005 after shutting down the Remedy services, and then change
the compatibility level of the SQL database to 2000. That should work.
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Barber, Dave
Sent: Monday, September 10, 2007 10:53 AM
To: arslist@ARSLIST.ORG
Subject: 5.1.2 install problems


** 
All,
 
I'm attempting to install 5.1.2 onto a Win2k3 VMWare session as
our development system.  Ideally it should be connecting up to a SQL
2005 server.  After reading through the archives, I've set the
sp_dbcmptlevel for SQL 2000 (as per our 5.1.2 live system).
 
However, it doesn't even get to the point of asking the server
to install to - I get the "Cannot load database connection DLL" error
pop up regardless of what I do.
 
Any suggestions?
 
Ta
 
Dave

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Re: 5.1.2 install problems

[Barber, Dave]

Getting to the point of selecting the database type (SQL Server, oracle,
etc.), click on that and get "Cannot load database connection DLL".
 
All the SQL servers are on other boxes, so its not a local SQL 2K5 thats
halting progress.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: 10 September 2007 16:14
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
ARS 5.1.2 should have no problems with SQL 2K5. What is the error you
get on trying to connect?
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Barber, Dave
Sent: Monday, September 10, 2007 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
We've got a few SQL databases (512 running on SQL 2k, 7 running
on SQL 2k5), so I could be wanting to install it onto a SQL 2000
database, but its not even getting to that point.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: 10 September 2007 16:05
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
It should be the other way round. Install your system on 2000,
upgrade that to 2005 after shutting down the Remedy services, and then
change the compatibility level of the SQL database to 2000. That should
work.
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Barber, Dave
Sent: Monday, September 10, 2007 10:53 AM
To: arslist@ARSLIST.ORG
Subject: 5.1.2 install problems


** 
All,
 
I'm attempting to install 5.1.2 onto a Win2k3 VMWare
session as our development system.  Ideally it should be connecting up
to a SQL 2005 server.  After reading through the archives, I've set the
sp_dbcmptlevel for SQL 2000 (as per our 5.1.2 live system).
 
However, it doesn't even get to the point of asking the
server to install to - I get the "Cannot load database connection DLL"
error pop up regardless of what I do.
 
Any suggestions?
 
Ta
 
Dave

__20060125___This posting was submitted with HTML in
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Re: 5.1.2 install problems

[Barber, Dave]

Its just the raw Win2k3 install at the moment, no SQL clients at all.
 
Could be right, ta for that!



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: 10 September 2007 16:45
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
Have you installed the MS-SQL client?? It looks like maybe you are
missing the MS-SQL 25 client.
 
The SQL client for 2K5 is just a dll file that gets installed and
registered (I remember pulling some of my hair over this). You will not
see anything in your Start Programs folder after the installation of the
MS-SQL 2K5 client..
 
Cheers
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Barber, Dave
Sent: Monday, September 10, 2007 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
Getting to the point of selecting the database type (SQL Server,
oracle, etc.), click on that and get "Cannot load database connection
DLL".
 
All the SQL servers are on other boxes, so its not a local SQL
2K5 thats halting progress.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: 10 September 2007 16:14
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
ARS 5.1.2 should have no problems with SQL 2K5. What is the
error you get on trying to connect?
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Barber, Dave
Sent: Monday, September 10, 2007 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
We've got a few SQL databases (512 running on SQL 2k, 7
running on SQL 2k5), so I could be wanting to install it onto a SQL 2000
database, but its not even getting to that point.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: 10 September 2007 16:05
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
It should be the other way round. Install your system on
2000, upgrade that to 2005 after shutting down the Remedy services, and
then change the compatibility level of the SQL database to 2000. That
should work.
 
Joe

-Original Message-
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Barber, Dave
Sent: Monday, September 10, 2007 10:53 AM
To: arslist@ARSLIST.ORG
Subject: 5.1.2 install problems


** 
All,
 
I'm attempting to install 5.1.2 onto a Win2k3
VMWare session as our development system.  Ideally it should be
connecting up to a SQL 2005 server.  After reading through the archives,
I've set the sp_dbcmptlevel for SQL 2000 (as per our 5.1.2 live system).
 
However, it doesn't even get to the point of
asking the server to install to - I get the "Cannot load database
connection DLL" error pop up regardless of what I do.
 
Any suggestions?
 
Ta
 
Dave

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NT

Re: 5.1.2 install problems

[Barber, Dave]

Frustration 
 
I've updated Win2k3 to SP2, so I could install the SQL2k5 client
components.
 
So the SQL Manager is up and running fine, it connects to either our
SQL2005 or SQL2k servers.
 
But upon attempting to install the 5.1.2 AR server, I still get the
"Cannot load database connection DLL."



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: 10 September 2007 17:43
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
If you have the MS-SQL 2K5 server disk, just install the client
component. It will not create any folder or anything but install a dll
file that the ARS installation will use to connect to SQL 2K5 servers on
your network. So when you give the installation the necessary
information to connect to the SQL server, it will be channeled through
this client.
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Barber, Dave
Sent: Monday, September 10, 2007 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
Its just the raw Win2k3 install at the moment, no SQL clients at
all.
 
Could be right, ta for that!



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: 10 September 2007 16:45
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
Have you installed the MS-SQL client?? It looks like maybe you
are missing the MS-SQL 25 client.
 
The SQL client for 2K5 is just a dll file that gets installed
and registered (I remember pulling some of my hair over this). You will
not see anything in your Start Programs folder after the installation of
the MS-SQL 2K5 client..
 
Cheers
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Barber, Dave
Sent: Monday, September 10, 2007 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
Getting to the point of selecting the database type (SQL
Server, oracle, etc.), click on that and get "Cannot load database
connection DLL".
 
All the SQL servers are on other boxes, so its not a
local SQL 2K5 thats halting progress.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: 10 September 2007 16:14
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
ARS 5.1.2 should have no problems with SQL 2K5. What is
the error you get on trying to connect?
 
Joe

-Original Message-
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Barber, Dave
Sent: Monday, September 10, 2007 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
We've got a few SQL databases (512 running on
SQL 2k, 7 running on SQL 2k5), so I could be wanting to install it onto
a SQL 2000 database, but its not even getting to that point.



From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: 10 September 2007 16:05
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
It should be the other way round. Install your
system on 2000, upgrade that to 2005 after shutting down the Remedy
services, and then change the compatibility level of the SQL database to
2000. That should work.
 
Joe

-Original Message-
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Barber, Dave
Sent: Monday, September 10, 2007 10:53
AM
To: arslist@ARSLIST.ORG
 

Re: 5.1.2 install problems

[Barber, Dave]

I'm now part of the way there 
 
I've installed the SQL 2K clients onto the relevant machine, and its got
a step or two further.
 
However, we only have three SQL servers currently available - a SQL2K
box for running our live ARS 5.1.2.  2x SQL2K5 boxes for running our
live/dev ARS 7 install.
 
The idea was to install ARS 5.1.2 onto a vmware session on our ARS 7 dev
box, and connect it to the SQL2K5 server.  I had setup a relevant
(blank) database on SQL2K5, set the compatibility level, but ARS 5.1.2
displays a "Error Invlaid object name 'sysxlogins'".
 
So what I'll have to do is install the 5.1.2 dev environment onto the
5.1.2 live database, take a backup.  Restore that to the SQL2K5 dev
system, and re-install, or something along those lines?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: 11 September 2007 18:03
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
Have you tried installing 5.1.2 on SQL 2K server, and then later upgrade
that to MS-SQL 2K5 and drop the compatibility level to 2K??
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Barber, Dave
Sent: Tuesday, September 11, 2007 5:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
Frustration 
 
I've updated Win2k3 to SP2, so I could install the SQL2k5 client
components.
 
So the SQL Manager is up and running fine, it connects to either
our SQL2005 or SQL2k servers.
 
But upon attempting to install the 5.1.2 AR server, I still get
the "Cannot load database connection DLL."



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: 10 September 2007 17:43
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
If you have the MS-SQL 2K5 server disk, just install the client
component. It will not create any folder or anything but install a dll
file that the ARS installation will use to connect to SQL 2K5 servers on
your network. So when you give the installation the necessary
information to connect to the SQL server, it will be channeled through
this client.
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Barber, Dave
Sent: Monday, September 10, 2007 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
Its just the raw Win2k3 install at the moment, no SQL
clients at all.
 
Could be right, ta for that!



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: 10 September 2007 16:45
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
Have you installed the MS-SQL client?? It looks like
maybe you are missing the MS-SQL 25 client.
 
The SQL client for 2K5 is just a dll file that gets
installed and registered (I remember pulling some of my hair over this).
You will not see anything in your Start Programs folder after the
installation of the MS-SQL 2K5 client..
 
Cheers
 
Joe

-Original Message-
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Barber, Dave
Sent: Monday, September 10, 2007 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


** 
Getting to the point of selecting the database
type (SQL Server, oracle, etc.), click on that and get "Cannot load
database connection DLL".
 
All the SQL servers are on other boxes, so its
not a local SQL 2K5 thats halting progress.



From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: 10 September 2007 16:14
To: arslist@ARSLIST.ORG
Subject: Re: 5.1.2 install problems


  

ITSM 5 status history q

[Barber, Dave]

All,
 
I'm sure I'm going to have a major d'oh! moment on this one.
 
This is on the v5 apps - which field is the status history stored in?
Thats the time set to new/assigned/wip/pending/resolved/closed?  I
haven't had to look into this field for years.  Got a user wanting a
time it takes to resolve a ticket ... minus the time it was at pending.
Its probably not going to be accurate at all, but what the user wants,
the user gets, albeit with a warning of the potentially dubious accuracy
of the data.
 
Regards
 
Dave
 
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Re: ITSM 5 status history q

[Barber, Dave]

It'll take a little bit of digging then ... The reporting is being done
via Crystal.  Should be fun 

Ta!

Dave 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen
Sent: 08 October 2007 10:38
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 5 status history q

Dave,

This will be in the 'core' status history fields:
'Status.RESOLVED.TIME' etc. If you look in the database this will be
held in the H tables.

--
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl


On 10/8/07, Barber, Dave <[EMAIL PROTECTED]> wrote:
> **
>
>
> All,
>
> I'm sure I'm going to have a major d'oh! moment on this one.
>
> This is on the v5 apps - which field is the status history stored in?
Thats
> the time set to new/assigned/wip/pending/resolved/closed?
> I haven't had to look into this field for years.  Got a user wanting a
time
> it takes to resolve a ticket ... minus the time it was at pending.
Its
> probably not going to be accurate at all, but what the user wants, the
user
> gets, albeit with a warning of the potentially dubious accuracy of the
data.
>
> Regards
>
> Dave


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ITSM 7 multi-tenancy implementation

[Barber, Dave]

All,
 
I'm looking at ways of getting multi-tenancy support on our custom apps
that are running on our V7 box, and am looking at the nuts and bolts of
the BMC multi-tenancy implementation - if possible it would be
preferable to use the BMC functionality rather than start our own from
the ground up.
 
I've been browsing to see if there is any documentation floating around,
but none appears to be readily available.
 
Does anyone here have links to anything, or any hints/tips/suggestions?
 
Regards

Dave
 
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Re: Urgent! I am currently hiring for a Talented Remedy Administrator in Miami, FL

[Barber, Dave]

BMC must have been busy whilst we were at the UKRUG yesterday.
 
In a brief moment of being serious though, wasn't there an ITSM type
application for service providers that was at version 9 point something?
Possible confusion at some point?

Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug
Sent: 11 October 2007 15:12
To: arslist@ARSLIST.ORG
Subject: Re: Urgent! I am currently hiring for a Talented Remedy
Administrator in Miami, FL


** 

No, that is the expected level of the ITSM patch by this time next week
:-)

Doug

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter
Sent: Thursday, October 11, 2007 10:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent! I am currently hiring for a Talented Remedy
Administrator in Miami, FL

 

** 

What is Remedy 9, did I miss a couple of releases?

 

Howard

 

On 10/11/07, Kitchen, Joshua T <[EMAIL PROTECTED]> wrote: 

** 

Dear List,

 

Great News, what started out as a contract has turned into a permanent
opportunity with our client who is a Healthcare Corporation in the Miami
area.  They are looking for a Remedy (Magic) Administrator who will
create customizations and assist in the install of Remedy 9 for their
Help Desk.  Customizations include creating reports, queries, and
executable files within Remedy.   Experience with a Help Desk/ Call
center and their apps is a definite plus.   

 

Thank you for listening, I know I make a lot of posts and hopefully it
does not come across negatively.  Any insights on how to communicate to
the group is always appreciated.  Salary on the above position is 80-95K
based on experience. 

 

Respectfully,

 

Joshua Kitchen
Information Technology Recruiter
Kforce Professional Staffing  
Two Prestige Place (Suite 350) 
Miamisburg, OH 45342 
937.449.1749 Office  
937.461.6888 Fax 

937.416.3456 Cell
Great People = Great Results

 

View Josh Kitchen's Linkedin Profile
 

Please don't keep me a secret... a referral is the best compliment I can
receive. 

 

__20060125___This posting was submitted with HTML in
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-- 
Howard Richter 

Remedy ServiceDesk Manager 
CedarCrestone Managed Services Center 

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Re: Question: Malloc Failed on Server

[Barber, Dave]

Hi,

Are you trying to export all definitions, or just selected/related
workflow for specific forms?  Is it occurring when you select forms and
click "Add all related", or when you're actually performing the export
of the defs?

We're on the same release/server as you, and so far haven't encountered
any such issues (although we've had issues with the importing of the
defs to the live system) - could you be experiencing some issues with
corruption of forms?  Possibly try with subsets of the data and start
building that up to see if you can identify a possibly corrupt
form/piece of workflow?

Regards

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: 01 November 2007 12:31
To: arslist@ARSLIST.ORG
Subject: Question: Malloc Failed on Server

Good morning. 

I was wondering if anyone has come across this error "Malloc failed on
server (ARERR 300)". 

I get this error when I tried to export my workflow to a definition
file. 

I'm running AR Admin 7.0.01 Patch 002, ARS 7.0.01 patch 002
200704021644, SQL 2005. 

Any suggestions would be greatly appreciated. 

Thanks - have a good day. 

T.


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Re: Question..

[Barber, Dave]

Normally installed on the server, or at least thats where we've got it
installed (and occasionally falling over )
 
Regards

Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Suwanski, Ron
Sent: 01 November 2007 14:51
To: arslist@ARSLIST.ORG
Subject: Question..


** 
Where does the Flashboard Server need to be installed??  on the ARserver
or MidTier Server?
 
Ron Suwanski 
Remedy Administrator / Developer 
DeVry Inc. 
Phone 630-472-2209  
Fax 630-382-2917 
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]>  
 
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Re: What has been customized.

[Barber, Dave]

A third on that as well.

I managed a migration from v4 to v6 apps, and decided eventually to drop
virtually every bespoke change that had been made - just a couple of
essential pieces of data were added to the main helpdesk form, and
keeping the look similar to the standard v6 apps, but putting some of
the fields users were used to seeing in easily accessible locations.  It
was also made a little more "interesting" by the documentation for the
changes prior to my working on the system were somewhat basic, sometimes
verging on non-existent.

Also, when you do finally go through the process of migrating from 6 to
7, document the changes, and follow the various guidelines that are
around for handling the changes as well.

Good luck with the migration.

Regards

Dave
Ps. We're going to be going through an ITSM5 to 7 change at some point
in the not-too-distant future, should be most "interesting".

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: 06 November 2007 13:19
To: arslist@ARSLIST.ORG
Subject: Re: What has been customized.

I'll second that - I might go so far as to say skip detailing what the
differences are between the base product in 6 and what you've
customized.  That's really not the problem you are trying to solve.
 
Instead sit down and really document the business requirements.  Then
match those to the functionality in 7 (which can take a while since ITSM
7 is much more robust than 6 was).  Identify all the areas where
functionality is lacking and customize accordingly.
 
We are in the process of doing this for a major Federal customer who
previously had customized extensively.  We still have to do some minor
customization to fulfill their needs but by using base product features
we've avoided literally hundreds of minor and several major
customizations.  The only ones we've had to customize for so far are
things like:
 
-Telephony Integration
-Custom data loads and integrations
-Data Display (ie, need employee ID# in the "Search People" window)
-Several custom data fields - we keep these on a separate tab in the
HPD:HelpDesk form in Incident to make future migration easier.
 
William Rentfrow
Principal Consultant, StrataCom
[EMAIL PROTECTED]
O 952-432-0227
C 701-306-6157



From: Action Request System discussion list(ARSList) on behalf of
Murtuza B
Sent: Tue 11/6/2007 6:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: What has been customized.


**
Hi Frex,
 
Rather than looking @ specific workflow and fields that were customized,
I would suggest you look only @ broad functionality.
 
If you know how an OOTB 6.0 installation works, you can know broadly
what basic functions have been added / customized in your install.
Interact with daily users of the apps.
After that you can chk what is already available on 7.0 & cross them off
the list. The rest can be implemented in the new version if still
required.
 
It is my opinion that it is generally useless to carry unwanted baggage
from previous releases. Also, since the ITSM workflow in 7.0 is very
different from 6.0, you cannot hope to actually move any workflow
directly to the new version, unless it is an independant application.
 
HTH.
 
Murtuza.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frex Popo
Sent: Tuesday, November 06, 2007 1:29 PM
To: arslist@ARSLIST.ORG
Subject: What has been customized.


**
Hello everyone,
 
I am planning to upgrade to ITSM 7.0. I have ITSM 6.0 at the moment and
do not know what has been added, changed or removed (customised) in the
current installation.
 
One way of finding out, I am thinking, is to install ITSM6.0 from
afreash on a seperate machine and use Migrator to run a diff reports
between similar sets of object on both installations.
 
Is this the best way in going about it or is there another easy way?
Anything that you think I should bear in mind etc.
 
Kind Regards
 
Frex.



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ARERR 9278

[Barber, Dave]

All,
 
On ARS 5.1.2 (Win2k), mid tier 6.3.
 
No problems with the applications via the user tool, but with one user,
when they try to select an entry from a drop down menu, an ARERR 9278 is
presented.  The AL that fires of that does a SQL SELECT DISTINCT from
the groups_x form to present a list of available groups, so the user can
then select which ones open tickets to view.
 
Any suggestions?  I cannot figure out why the workflow is failing - the
mid tier error log is pretty useless (it just shows True action: action
0 ... then nothing).  The only possible course of action i can think of
is to create a new account with the same access, although i'd love to
get to the root cause of this problem.

Regards

Dave Barber
 
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Re: ARERR 9278

[Barber, Dave]

In my defence, I didn't put it together originally 

But it is querying group_x; you're right - it doesn't need the select
distinct, and it doesn't really need to be done as SQL at all - the
query definition can easily be done in a regular search on the set
fields.

Have a look at the SQL logs then!

Ta

Dave 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: 09 November 2007 14:05
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 9278

Well, I'm sure it's just a typo when you wrote up this message, but the
view name is group_x, not groups_x.

Have you turned on the SQL logs and examined them?

And I think this begs the question: Why use direct SQL for this? Why not
just use a Remedy search menu? And why are you selecting DISTINCT?
Aren't your group names already unique?

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Barber, Dave
Sent: Friday, November 09, 2007 7:55 AM
To: arslist@ARSLIST.ORG
Subject: ARERR 9278

**
All,
 
On ARS 5.1.2 (Win2k), mid tier 6.3.
 
No problems with the applications via the user tool, but with one user,
when they try to select an entry from a drop down menu, an ARERR 9278 is
presented.  The AL that fires of that does a SQL SELECT DISTINCT from
the groups_x form to present a list of available groups, so the user can
then select which ones open tickets to view.
 
Any suggestions?  I cannot figure out why the workflow is failing - the
mid tier error log is pretty useless (it just shows True action: action
0 ... then nothing).  The only possible course of action i can think of
is to create a new account with the same access, although i'd love to
get to the root cause of this problem.

Regards

Dave Barber
  
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reliance that may be placed upon it by the recipient. Any comments or
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unless otherwise expressly stated. 
  
NTT Europe Limited is a company registered in England and Wales with
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+44-20-7977-1000. Facsimile +44-20-7977-1001. Website Link:
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Re: ARERR 9278

[Barber, Dave]

The select distinct looks wrong on the SQL log.

It should be doing a query where Group_Name LIKE '$field_value$%', but
the field value isn't being pulled through as a blank, its got a value
of 'nob%'.  The table/field its pulling this from doesn't have such a
value in it anywhere.

That's me official confused then!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: 09 November 2007 14:05
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 9278

Well, I'm sure it's just a typo when you wrote up this message, but the
view name is group_x, not groups_x.

Have you turned on the SQL logs and examined them?

And I think this begs the question: Why use direct SQL for this? Why not
just use a Remedy search menu? And why are you selecting DISTINCT?
Aren't your group names already unique?

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Barber, Dave
Sent: Friday, November 09, 2007 7:55 AM
To: arslist@ARSLIST.ORG
Subject: ARERR 9278

**
All,
 
On ARS 5.1.2 (Win2k), mid tier 6.3.
 
No problems with the applications via the user tool, but with one user,
when they try to select an entry from a drop down menu, an ARERR 9278 is
presented.  The AL that fires of that does a SQL SELECT DISTINCT from
the groups_x form to present a list of available groups, so the user can
then select which ones open tickets to view.
 
Any suggestions?  I cannot figure out why the workflow is failing - the
mid tier error log is pretty useless (it just shows True action: action
0 ... then nothing).  The only possible course of action i can think of
is to create a new account with the same access, although i'd love to
get to the root cause of this problem.

Regards

Dave Barber
  
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reliance that may be placed upon it by the recipient. Any comments or
opinions expressed are those of the originator not of NTT Europe Ltd.
unless otherwise expressly stated. 
  
NTT Europe Limited is a company registered in England and Wales with
company number 2307625. Registered Address: NTT Europe Ltd. 3rd Floor,
Devon house, 58-60 St. Katharine's Way, London, E1W 1LB, UK. Telephone
+44-20-7977-1000. Facsimile +44-20-7977-1001. Website Link:
http://www.ntteurope.com <http://www.ntteurope.com/>  
 
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otherwise expressly stated.
 
NTT Europe Limited is a company registered in England and Wales with company 
number 2307625. Registered Address: NTT Europe Ltd. 3rd Floor, Devon house, 
58-60 St. Katharine's Way, London, E1W 1LB, UK. Telephone +44-20-7977-1000. 
Facsimile +44-20-7977-1001. Website Link: http://www.ntteurope.com

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7.1 Patch 001 withdrawn?

[Barber, Dave]

Just thought I'd have a look for this, see whats new before we consider
our next migration.
 
Its no longer available for download from the BMC pages?
 
 
Dave
 
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NTT Europe Limited is a company registered in England and Wales with company 
number 2307625. Registered Address: NTT Europe Ltd. 3rd Floor, Devon house, 
58-60 St. Katharine's Way, London, E1W 1LB, UK. Telephone +44-20-7977-1000. 
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Re: 7.1 Patch 001 withdrawn?

[Barber, Dave]

Strange ... it definitely wasn't there a few hours back.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: 28 November 2007 14:57
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Patch 001 withdrawn?


** I still see it on the ftp server.

Axton Grams


On Nov 28, 2007 6:10 AM, Barber, Dave <[EMAIL PROTECTED]> wrote:


** 
Just thought I'd have a look for this, see whats new before we
consider our next migration.
 
Its no longer available for download from the BMC pages?
 
 
Dave

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unless otherwise expressly stated. 

NTT Europe Limited is a company registered in England and Wales
with company number 2307625. Registered Address: NTT Europe Ltd. 3rd
Floor, Devon house, 58-60 St. Katharine's Way, London, E1W 1LB, UK.
Telephone +44-20-7977-1000. Facsimile +44-20-7977-1001. Website Link:
http://www.ntteurope.com <http://www.ntteurope.com/>  
 
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NTT Europe Limited is a company registered in England and Wales with company 
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Re: 7.1 Patch 001 withdrawn?

[Barber, Dave]

But as Axton mentioned, its now back up.

The FTP site was definitely up though - I looked at the 7.01 patches, went up 
the structure, and there was definitely nothing there at all for v7.1

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Jarl Grøneng
Sent: 28 November 2007 16:31
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 Patch 001 withdrawn?

Yes, I also saw that the patch was not on the ftp-site earlier today

-
Jarl

On Nov 28, 2007 4:19 PM, Barber, Dave <[EMAIL PROTECTED]> wrote:
> **
>
>
> Strange ... it definitely wasn't there a few hours back.
>
>  
>  From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> Sent: 28 November 2007 14:57
> To: arslist@ARSLIST.ORG
> Subject: Re: 7.1 Patch 001 withdrawn?
>
>
>
> ** I still see it on the ftp server.
>
> Axton Grams
>
>
> On Nov 28, 2007 6:10 AM, Barber, Dave <[EMAIL PROTECTED]> wrote:
>
> > **
> >
> >
> > Just thought I'd have a look for this, see whats new before we 
> > consider
> our next migration.
> >
> > Its no longer available for download from the BMC pages?
> >
> >
> > Dave
> >
> > Please consider the environment before printing this e-mail or its
> attachments.
> > 
>
> > This e-mail (and any attachments) contains information, which is
> confidential and intended solely for the attention and use of the 
> named addressee(s). If you are not the intended recipient you must not 
> copy, distribute or use it for any purpose or disclose the contents to any 
> person.
> If you have received this e-mail in error, please notify us 
> immediately at [EMAIL PROTECTED] The information contained in this e-mail 
> (and any attachments) is supplied in good faith, but the sender shall 
> not be under any liability in damages or otherwise for any reliance 
> that may be placed upon it by the recipient. Any comments or opinions 
> expressed are those of the originator not of NTT Europe Ltd. unless otherwise 
> expressly stated.
> >
> > NTT Europe Limited is a company registered in England and Wales with
> company number 2307625. Registered Address: NTT Europe Ltd. 3rd Floor, 
> Devon house, 58-60 St. Katharine's Way, London, E1W 1LB, UK. Telephone
> +44-20-7977-1000. Facsimile +44-20-7977-1001. Website Link:
> http://www.ntteurope.com
> >  __20060125___This posting was submitted with 
> > HTML in
> it___
>
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> in it___
>
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> expressed are those of the originator not of NTT Europe Ltd. unless otherwise 
> expressly stated.
>
>  NTT Europe Limited is a company registered in England and Wales with 
> company number 2307625. Registered Address: NTT Europe Ltd. 3rd Floor, 
> Devon house, 58-60 St. Katharine's Way, London, E1W 1LB, UK. Telephone
> +44-20-7977-1000. Facsimile +44-20-7977-1001. Website Link:
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information contained in t

Re: Strange Look of attachments

[Barber, Dave]

Which browser is this being viewed in, could be some compatibility
issues there?
 
When we transfered over to v7 and started using the mid-tier, every
single attachments dialog had to be amended for sizing - always fine on
the UT, but rarely that good in the MT, so everything had to be shunted
around . hours of fun had ;-)
 
Regards
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pargeter, Christie
Sent: 30 November 2007 19:37
To: arslist@ARSLIST.ORG
Subject: Strange Look of attachments


** 
Hi All - I have a co-worker here that is trying to put one of his forms
on the web.  But his attachment pool is doing something very very
strange.  When he looks on the web he is seeing all of the fields
compressed into about 40 pixels of space.  The first section below is
from MidTier the 2nd section is from the admin tool.  Any ideas?  I have
never seen this before.
 
   
ARS 6.3
MidTier 6.3 - Windows
Unix / Oracle
 

Christie Pargeter 
Weyerhaeuser  Documentation & Training 
[EMAIL PROTECTED] 
  Portland, OR  
tel: 503-574-3571
fax: 253-928-1072   
 
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<><>

Re: Crystal Reports

[Barber, Dave]

We've been using Crystal XI R2, to be honest I can't say its that much
better than 9 or X, overall opinion is that it does seem to be lacking
... but its one of the most popular tools out there.
 
As for experience with Crystal and ITSM, it may have taken a bit of
work, but I've yet to find a reporting requirement that I haven't been
able to fulfill with any version of Crystal.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris
Sent: 03 December 2007 19:51
To: arslist@ARSLIST.ORG
Subject: Crystal Reports


** 
Hi,
 
We will be developing our Change Management and Incident Management
applications to work with Crystal Reports X.   Besides configured the
ODBC with a remedy user, are there other steps we need to prepare for
getting reports, or automating reporting?  My latest version of Crystal
reports was 8.  I am sure a lot has changed since this version :)  There
are different products of Crystal Reports.  Which product/version of
Crystal Reports works well with ITSM?





Check out AOL Money & Finance's list of the hottest products
  and top money wasters
  of 2007.
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Support site, patch download issues?

[Barber, Dave]

Is it just me, or is anyone else having issues with getting onto the
support/patch download site?
 
The EPD is fine, but the heritage/patch section isn't working - either
in IE or Firefox.

regards

Dave
 
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Re: Support site, patch download issues?

[Barber, Dave]

Scott,
 
I'm going in via the normal route, but I'm getting the following :
 
 
 
Its not a major show stopper (right now), but I'm wanting to check on
the latest patches for ITSM 7 
 
Regards
 
Dave
 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: 05 December 2007 16:23
To: arslist@ARSLIST.ORG
Subject: Re: Support site, patch download issues?


** 

Dave,

I have not had any issues with the site and have downloaded patches
today.

 

Scott Parrish

IT Prophets, LLC

(770) 653-5203

http://www.itprophets.com



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Barber, Dave
Sent: Wednesday, December 05, 2007 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Support site, patch download issues?

 

Is it just me, or is anyone else having issues with getting onto the
support/patch download site?

 

The EPD is fine, but the heritage/patch section isn't working - either
in IE or Firefox.


regards


Dave

  

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Re: Checking list

[Barber, Dave]

Or the wind and rain here in the UK 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: 05 December 2007 16:06
To: arslist@ARSLIST.ORG
Subject: Checking list


** 

The list seems unusually quite today.  I don't think it would have
anything to do with the snow that we are getting here in Harrisburg.

Dave 

Dave Shellman 

Phone:  (717) 810-3687 
Fax:(717) 810-2124 
email:  [EMAIL PROTECTED] 

Tyco Electronics 
MS 161-043 
PO Box 3608 
Harrisburg, PA 17105-3607 

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Re: Support site, patch download issues?

[Barber, Dave]

Had a colleague check over this, the problem appears to be related to
the browsers in use.
 
For both of us, we get the Object error in firefox, and I get it in IE7.
He's running IE6, and it works fine in there.  We haven't experienced
any such issues internally on either version of internet explorer.  Its
purely on the BMC patch site.
 
Regards

Dave
 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gavin Coleman
Sent: 05 December 2007 16:38
To: arslist@ARSLIST.ORG
Subject: Re: Support site, patch download issues?



That's very interesting! That is exactly the error that lots of our
people are seeing. I have an Incident open with Remedy support who can't
offer any explanation. Their best suggestion so far is to patch the
mid-tier! 

We're running 

Remedy 6.3 Patch 22 
Mid-Tier 6.3 Patch 22 

If I look in the Mid-Tier log files I get loads of issues like this 

Caught exception while binding action list - dropping action : ARERR
[-1] Message not found 

Interesting if Remedy are suffering the same problem as well! 



Gavin Coleman
Technical Consultant 



"Barber, Dave" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 

05/12/2007 16:25 
Please respond to arslist 



To:arslist@ARSLIST.ORG 
cc: 
Subject:Re: Support site, patch download issues?



** 
Scott, 
  
I'm going in via the normal route, but I'm getting the following : 
  
  
  
Its not a major show stopper (right now), but I'm wanting to check on
the latest patches for ITSM 7  
  
Regards 
  
Dave 
  




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: 05 December 2007 16:23
To: arslist@ARSLIST.ORG
Subject: Re: Support site, patch download issues?

** 
Dave, 
I have not had any issues with the site and have downloaded patches
today. 
  
Scott Parrish 
IT Prophets, LLC 
(770) 653-5203 
http://www.itprophets.com 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Barber, Dave
Sent: Wednesday, December 05, 2007 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Support site, patch download issues? 
  
Is it just me, or is anyone else having issues with getting onto the
support/patch download site? 
  
The EPD is fine, but the heritage/patch section isn't working - either
in IE or Firefox. 

regards 

Dave 
  
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unless otherwise expressly stated. 
  
NTT Europe Limited is a company registered in England and Wales with
company number 2307625. Registered A

Re: Upgradation of Remedy server from V6 to V7

[Barber, Dave]

The answer would depend on what applications you are running on there.
 
- running standard out of the box applications, its probably a
relatively simple process of mapping old data to the revised forms.
Note - relatively .
 
- running heavily customised v6 (or earlier) applications, then you will
have to spend a lot of time scoping the changes that have been made to
the application (hoping that all the changes have been adequately
documented).
 
- running your own in-house custom applications, you'll mainly have to
look into what links you have to the various system/people/group/etc
forms, your workflow will have to be amended to reflect the different
structure of the system on v7.
 
Regards, and good luck with the migration,

Dave
 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Arnab Baral
Sent: 07 December 2007 15:00
To: arslist@ARSLIST.ORG
Subject: Upgradation of Remedy server from V6 to V7


** 
Hi,
 
I have an upcoming assignment on Upgradation of Remedy server from V6 to
V7. Please give me details on the consequences and implications that
might occur while this upgradation is performed.
If anybody can provide me with a Doc for the same it would be a great
help.
 
Regards
Arnab Baral
Remedy Developer
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Re: Backing Remedy instance for disaster recovery

[Barber, Dave]

On point 1, make sure you have a decent amount of redundancy if you go
that route, and also regularly verify that your backups are working.

We've had our live AR 7 SQL server cluster flake out in a major way (it
was supposed to be highly resilient) - had a power spike that basically
totally toasted one drive in a raid array, and whilst the system was
rebuilding, another spike went and killed off the other drives in the
array.  Whilst trying to recover the system, we found out that our
backups weren't effective.  The only possible recovery was to send the
discs to a data recovery service.  Which can cost serious $.

Whilst I've been actively developing on the system, every time I migrate
over to the live environment I've done complete .def backups, for pre-
and post-change views of the system, and then keep those in several
distinct places on the network.  You can never have enough backups!

Regards

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Uday Joshi
Sent: 11 December 2007 06:01
To: arslist@ARSLIST.ORG
Subject: Re: Backing Remedy instance for disaster recovery

Hi Ravi,

The disaster recovery has many aspects which basically revolves around
the amount of damage you can sustain.

In the ascending order of permissible damage, various methods can be
1) If you don't want to loose even few seconds of data then you need to
employ high availability techniques
2) The daily back up of the database and the "ARSystem" file system and
frequent backup of transaction log will help you to reinstate up to the
last transaction log backup.
3) Any backup with a lesser frequency will help only to revive the
application and not data. 

Hope this gives the idea how you can plan your disaster recovery.

Best Regards,
 
Uday Joshi
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ravi
Sent: Tuesday, December 11, 2007 08:11 AM
To: arslist@ARSLIST.ORG
Subject: Backing Remedy instance for disaster recovery

Hi: is there a recommended way to back up remedy deployment. I am
talking about everything seen from the administrator window (forms,
filters, webservices, escalations etc). Want to have something place is
the data gets corrupted. I am looking for some pointers in remedy
document. I have ITSM (remedy 7.x).

Thanks
Ravi


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Re: Strange Error Message - Midtier

[Barber, Dave]

I was getting that error when trying to browse the BMC support site for
patches, either on Firefox 2 or IE 7.  IE 6 was absolutely fine.
 
Solution?  I think it was something to do with the popup blocker (I'm
figuring we'd had a policy update sent through our network).



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pargeter, Christie
Sent: 14 December 2007 16:57
To: arslist@ARSLIST.ORG
Subject: Strange Error Message - Midtier


** 
  Has anyone seen this error message?
 
Caught Exception undefined:undefined - TypeError:
Object doesn't support this property or method...AT:
undefined
 
MidTier 6.3p23
ARS 6.3
NT SQL 2000
IE 6
 
 

Christie Pargeter 
Weyerhaeuser  Documentation & Training 
[EMAIL PROTECTED] 
  Portland, OR  
tel: 503-574-3571
fax: 253-928-1072   
 
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Re: Setting Date Format To yyyy-mm-dd Site Wide

[Barber, Dave]

"Found" the InitForm several years ago, it opened up a wealth of possibilities 
for startup related tasks.

I think I possibly started to abuse it though ;-) 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Misi Mladoniczky
Sent: 20 December 2007 11:14
To: arslist@ARSLIST.ORG
Subject: Re: Setting Date Format To -mm-dd Site Wide

Hi Rahul,

You define your own InitForm. Just edit the ar.conf-file on the server and add 
a riw like this:
Init-Form: TheFormNameOfYourChoise

This will open the form without displaying it whenever a user logs in.

Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at http://rrr.se.

> Where can I find the INIT-FORM form.
>
> Is it a BMC Remedy ARS provided form.
>
> Please let me know.
>
> Thanks
>
> Rahul
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Åke Borgström
> Sent: Thursday, December 20, 2007 2:09 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Setting Date Format To -mm-dd Site Wide
>
>
> Use INIT-FORM, and create a link that fires on "window open" with two
> actions:
>
> Run Process: PERFORM-ACTION-SET-PREFERENCE 20129 0 and Run Process:
> PERFORM-ACTION-SET-PREFERENCE 20122 "/MM/dd"
>
> /Ake
>
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Changing Window Title

[Barber, Dave]

All,
 
I'm needing to change the window title on a specific view of a form for
the mid-tier.
 
Its a ticketing application thats been opened up for other departments
usage, and instead of saying "IS Tickets", it needs to say "
Tickets".  Within admin I've amended the HTML title tag to read
accordingly, but it isn't taking effect - its continually keeping the
form name.
 
Any suggestions?
 
This is on ARS 5.1.2, with 6.3 mid tier.
 
Regards
 
Dave
 
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Re: Changing Window Title

[Barber, Dave]

Eric,
 
I've been trying that method this afternoon, either hardcoding like that
(which is ignored), or having an AL fire on form load to call the
function (which fails).
 
Was wondering if it was possible in CSS, but having had a browse, theres
no such functionality in CSS (hadn't really looked into CSS much before
today).
 
Regards
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
Sent: 06 August 2007 15:53
To: arslist@ARSLIST.ORG
Subject: Re: Changing Window Title


** 
Hi Dave,
 
Under 6.3, I've had success doing this with a JavaScript similar to the
following:


top.document.title='foo';


It's been awhile since I've needed to do it, but I think the trick may
have been to have the Active Link fire On Load or On Display depending
on how you want to use it.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Barber, Dave
Sent: Monday, August 06, 2007 6:36 AM
To: arslist@ARSLIST.ORG
Subject: Changing Window Title


** 
All,
 
I'm needing to change the window title on a specific view of a
form for the mid-tier.
 
Its a ticketing application thats been opened up for other
departments usage, and instead of saying "IS Tickets", it needs to say
" Tickets".  Within admin I've amended the HTML title tag to
read accordingly, but it isn't taking effect - its continually keeping
the form name.
 
Any suggestions?
 
This is on ARS 5.1.2, with 6.3 mid tier.
 
Regards
 
Dave

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Floor, Devon house, 58-60 St. Katharine's Way, London, E1W 1LB, UK.
Telephone +44-20-7977-1000. Facsimile +44-20-7977-1001. Website Link:
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Re: Changing Window Title

[Barber, Dave]

Fred,
 
Excellent, many thanks.  Ridiculously simple!
 
Regards
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: 06 August 2007 16:03
To: arslist@ARSLIST.ORG
Subject: Re: Changing Window Title


** 
We use the following in an Active LInk Run Process action (We put what
we want in a field called "zWeb Title Field")
 
javascript:window.document.title='$zWeb Title Field$';
 
Set your Run If to   ($CLIENT-TYPE$ = 9) AND  (and whatever else you
need)
 
Fred
 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
Sent: Monday, August 06, 2007 9:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Changing Window Title


** 
Hi Dave,
 
Under 6.3, I've had success doing this with a JavaScript similar to the
following:


top.document.title='foo';


It's been awhile since I've needed to do it, but I think the trick may
have been to have the Active Link fire On Load or On Display depending
on how you want to use it.
 
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Barber, Dave
Sent: Monday, August 06, 2007 6:36 AM
To: arslist@ARSLIST.ORG
Subject: Changing Window Title


** 
All,
 
I'm needing to change the window title on a specific view of a
form for the mid-tier.
 
Its a ticketing application thats been opened up for other
departments usage, and instead of saying "IS Tickets", it needs to say
" Tickets".  Within admin I've amended the HTML title tag to
read accordingly, but it isn't taking effect - its continually keeping
the form name.
 
Any suggestions?
 
This is on ARS 5.1.2, with 6.3 mid tier.
 
Regards
 
Dave



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Multiple ARDBC LDAP servers?

[Barber, Dave]

We're using LDAP for pulling through user lists (rather than
authentication, we're not yet going down that route).
 
Is there any way to configure multiple ARDBC LDAP servers?  We've got
two distinct companies in our offices, and need to be able to pull user
lists from both.  As I see it, the standard ARDBC LDAP configuration
only allows one server?
 
Is it possible to use the AREA LDAP to just pull user names through, or
is this purely for SSO authentication?
 
Regards

Dave Barber
 
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otherwise expressly stated.
 
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Re: Multiple ARDBC LDAP servers?

[Barber, Dave]

Currently just two - whilst both are on the same network (well, forest),
we're in separate branches.  In theory, we could get access from the
root, but due to security, the root password is not available. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: 13 August 2007 15:35
To: arslist@ARSLIST.ORG
Subject: Re: Multiple ARDBC LDAP servers?

How many LDAP servers do you need to point to?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Barber, Dave
Sent: Monday, August 13, 2007 9:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: Multiple ARDBC LDAP servers?

I was just considering something along those lines - setup an escalation
to run overnight to do that, all I've got to do is ask the guys on the
other side if they can setup a profile with the same credentials.

Regards

Dave 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: 13 August 2007 15:04
To: arslist@ARSLIST.ORG
Subject: Re: Multiple ARDBC LDAP servers?

If both servers use the same username/password to authenticate, you can
manually change the IP address or server name of the target server in
the LDAP URL on the vendor form.

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Barber, Dave
Sent: Monday, August 13, 2007 8:34 AM
To: arslist@ARSLIST.ORG
Subject: Multiple ARDBC LDAP servers?

**
We're using LDAP for pulling through user lists (rather than
authentication, we're not yet going down that route).
 
Is there any way to configure multiple ARDBC LDAP servers?  We've got
two distinct companies in our offices, and need to be able to pull user
lists from both.  As I see it, the standard ARDBC LDAP configuration
only allows one server?
 
Is it possible to use the AREA LDAP to just pull user names through, or
is this purely for SSO authentication?
 
Regards

Dave Barber
  
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http://www.ntteurope.com <http://www.ntteurope.com/>  
 
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Re: Multiple ARDBC LDAP servers?

[Barber, Dave]

I'll give it a go, muchas gracias! 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: 13 August 2007 15:51
To: arslist@ARSLIST.ORG
Subject: Re: Multiple ARDBC LDAP servers?

Oh, OK...I was just wondering about your thoughts about the escalation.
I would think you could just go to the vendor form itself directly and
make the change.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Barber, Dave
Sent: Monday, August 13, 2007 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Multiple ARDBC LDAP servers?

Currently just two - whilst both are on the same network (well, forest),
we're in separate branches.  In theory, we could get access from the
root, but due to security, the root password is not available. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: 13 August 2007 15:35
To: arslist@ARSLIST.ORG
Subject: Re: Multiple ARDBC LDAP servers?

How many LDAP servers do you need to point to?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Barber, Dave
Sent: Monday, August 13, 2007 9:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: Multiple ARDBC LDAP servers?

I was just considering something along those lines - setup an escalation
to run overnight to do that, all I've got to do is ask the guys on the
other side if they can setup a profile with the same credentials.

Regards

Dave 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: 13 August 2007 15:04
To: arslist@ARSLIST.ORG
Subject: Re: Multiple ARDBC LDAP servers?

If both servers use the same username/password to authenticate, you can
manually change the IP address or server name of the target server in
the LDAP URL on the vendor form.

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Barber, Dave
Sent: Monday, August 13, 2007 8:34 AM
To: arslist@ARSLIST.ORG
Subject: Multiple ARDBC LDAP servers?

**
We're using LDAP for pulling through user lists (rather than
authentication, we're not yet going down that route).
 
Is there any way to configure multiple ARDBC LDAP servers?  We've got
two distinct companies in our offices, and need to be able to pull user
lists from both.  As I see it, the standard ARDBC LDAP configuration
only allows one server?
 
Is it possible to use the AREA LDAP to just pull user names through, or
is this purely for SSO authentication?
 
Regards

Dave Barber
  
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NTT Europe Limited is a company registered in England and Wales with
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Devon house, 58-60 St. Katharine's Way, London, E1W 1LB, UK. Telephone
+44-20-7977-1000. Facsimile +44-20-7977-1001. Website Link:
http://www.ntteurope.com <http://www.ntteurope.com/>  
 
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Re: Multiple ARDBC LDAP servers?

[Barber, Dave]

I was just considering something along those lines - setup an escalation
to run overnight to do that, all I've got to do is ask the guys on the
other side if they can setup a profile with the same credentials.

Regards

Dave 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: 13 August 2007 15:04
To: arslist@ARSLIST.ORG
Subject: Re: Multiple ARDBC LDAP servers?

If both servers use the same username/password to authenticate, you can
manually change the IP address or server name of the target server in
the LDAP URL on the vendor form.

Norm

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Barber, Dave
Sent: Monday, August 13, 2007 8:34 AM
To: arslist@ARSLIST.ORG
Subject: Multiple ARDBC LDAP servers?

**
We're using LDAP for pulling through user lists (rather than
authentication, we're not yet going down that route).
 
Is there any way to configure multiple ARDBC LDAP servers?  We've got
two distinct companies in our offices, and need to be able to pull user
lists from both.  As I see it, the standard ARDBC LDAP configuration
only allows one server?
 
Is it possible to use the AREA LDAP to just pull user names through, or
is this purely for SSO authentication?
 
Regards

Dave Barber
  
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NTT Europe Limited is a company registered in England and Wales with
company number 2307625. Registered Address: NTT Europe Ltd. 3rd Floor,
Devon house, 58-60 St. Katharine's Way, London, E1W 1LB, UK. Telephone
+44-20-7977-1000. Facsimile +44-20-7977-1001. Website Link:
http://www.ntteurope.com <http://www.ntteurope.com/>  
 
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NTT Europe Limited is a company registered in England and Wales with company 
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Re: 5x Client to 7x Server

[Barber, Dave]

The passwords do indeed get toasted - we've got live v5 and v7 systems,
and I setup a few users for the v5 system via the v7 client, none of
them could login.  Amend the passwords via the v5 client, and all was
fine.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi
Sent: 22 August 2007 16:16
To: arslist@ARSLIST.ORG
Subject: Re: 5x Client to 7x Server


** 
Doug, 
you expect BMC to contact you the morning you submit a ticket.. 
You must have premium support.. WOW... I would be happy
to get phone calls or even a response the same Day or 2..
I am Really Jealous here...
ARS 5. clients will not handle the crypto - the same.
There are some issues, and when you do go to the 7 client, you might get
functionality that you did not expect.. As far as the DB Corruption- I
have not heard anything yet.. I'll bet the passwords get toasted..

 
On 8/22/07, Tanner, Doug <[EMAIL PROTECTED]> wrote: 

** 

I've opened a ticket with BMC on this already this morning but
have heard nothing back from them.  Do you know if there is a problem
with DB corruption if someone in our user community inadvertently uses
their old Remedy 5 client and connects to the Remedy 7 system? 

 

Doug Tanner

Senior Developer

Remedy Skilled Professional (RSP)

(704) 328-3178

[EMAIL PROTECTED] 

 

 

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Re: Administrative Access

[Barber, Dave]

**



First question is - why 
are regular users adding people to groups?


From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Kathy MorrisSent: 05 
September 2006 14:18To: arslist@ARSLIST.ORGSubject: 
Administrative Access
** 

Hi,
 
Is there a filter I can run to prevent users from adding "administrative" 
access to themselves.  Our users do have access to the user form for 
business reasons.
 
(( 'TR.Group List' LIKE  "%Administrator%" ) OR ( 'DB.Group List' 
LIKE  "%Administrator%" )) AND ($GROUPS$ !=  "Administrator" )'
 
This filter is not 
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Re: Diary Field last entry

[Barber, Dave]

Works here too - had to make some changes on our change lite that made use of 
this

Regards

Dave 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of [EMAIL PROTECTED]
Sent: 04 September 2006 21:07
To: arslist@ARSLIST.ORG
Subject: Re: Diary Field last entry

Try to perform a set fields, CURRENT TRANSACTION, set a tmp field to $Diary$, 
works for me .../L ars

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Sueli Kanegae
Sent: Monday, September 04, 2006 9:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Diary Field last entry


Hi List,

I need to know the last entry in a Diary field and was taking a look at old 
exchanged messages. I´ve found a solution below but couldn´t do the Set
Field:
"Most Recent Action"
'TR.Work Diary'
I also tried '$TR.Work diary$', but it doesn´t work.

Any other idea to save just the last entry (diary field)in a character field? 
(I don´t need odbc drivers or crystal as Carina does)

Thanks in advance!
Sueli


On Tue, 15 Jun 2004 14:26:16 -0400, Tilton, Claire E. Ms. NGB-ARNG <[EMAIL 
PROTECTED]> wrote:

>Make a field called "Most Recent Action" (Field Size = 0 or whatever 
>you feel is appropriate to catch the last diary entry).  Create a 
>filter that fires on
>'TR.Work Diary' != $NULL$.
>
>Do a set fields "Most Recent Action" := 'TR.Work Diary'.  Then you can 
>report on that field instead of the work diary.
>
>Thanks,
>Claire
>-Original Message-
>From: Carina Burns [mailto:[EMAIL PROTECTED]
>Sent: Tuesday, June 15, 2004 1:32 PM
>To: ARSLIST@ARSLIST.ORG
>Subject: Diary Field Question
>
>Listers,
>With the user preference form, you can set the diary field to display 
>the most recent entry first.  While this works through the forms 
>(whether web or client,) it doesn't work when using the odbc drivers 
>and crystal reports -despite using an id with the diary preference set.  
>The first entry is displayed rather than the last entry.  Has anyone 
>out there found a way to retrieve only the last entry or to specify the 
>display order of the diary entries within a crystal report?
>
>Much Appreciated,
>
>Carina Burns
>Database Admin
>Richardson ISD
>[EMAIL PROTECTED]
>

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Re: Administrative Access

[Barber, Dave]

**



Will,
 
We've got somethign 
similar in place - all of the core support team have full admin rights.  
Thankfully they don't realise what they have access to (and don't realise that 
if they just install the admin tool, they could do anything), so for the most 
part its pretty safe.  That kinda falls over in a way that hasn't yet been 
realised by management - we're an american company, have gone through Sarbanes 
Oxley, and system access control being an important part, i would have thought 
it would have been picked up on by now.  I'll have to suggest that security 
and access levels get reviewed when ITSM7 gets put into place.
 
You're right on about dev 
on a live system.  In any application development environment you shouldn't 
ever be developing directly on a live system, just wy too dangerous.  
I've been having to of late, as our dev system had ARS6.3/ITSM6 installed on it, 
and our live system has ARS4.5.2/ITSM4 on it (that wasn't my choice, it was done 
by our server team, pretty irritating, I tell you).
 
Regards
 
Dave


From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Will Du CheneSent: 
06 September 2006 14:13To: arslist@ARSLIST.ORGSubject: Re: 
Administrative Access
** 



Koyb:
 
Ohh... Now that is a loaded question. I am afraid that you have just hit on 
a real sort of sore spot with me. I have seen places out there that have done 
something similar, allowing non-technical, non-programmer, non-developers 
with little background (or understanding!) with the application administrative 
rights to the installation. Frankly, that situation drives me nuts and makes the 
hair on the back of my neck stand. Believe me when I tell you that I am feeling 
your pain!
 
In the real world, your AR System administrator is the controller of such 
access. We're the gatekeepers and the developers. Typically, before even 
considering granting such rights to an account, the administrator would run the 
notion of granting the said rights to a project supervisor or some sort of other 
manager to get support for it - simply because of what the power that comes with 
the account can do. This is more or less a way of covering ones self in the 
event that the n00bie actually did something - ahem, bad.
 
If I were in your situation again, I would do what I typically do - set up 
a meeting with the powers that be and make my case. Explain to them the damage 
that this level of priviledge can do. Cover the facts and explain that - out of 
an organization of hundreds - there might only be one or two individuals that 
might have this role. Explain to them that the typical administrator has been 
doing this for years, and to actually do development work one has to be fairly 
knowledgeable about development (hopefully attended a class or two at some 
point) as a whole and have some experience with other forms of it.
 
If your counterpart is doing development in a production environment, that 
raises a really big, honkin', ugly-lookin' red flag. That's a no-no on a global 
scale and violates most of the change practices (and common sense) that I am 
aware of. This alone directly impacts your ability to support the system. You 
could explain that - if this other person does something nasty - you might not 
be able to correct it, or that recovery from it might involve recovering the 
database from it's last snapshot.
 
At the same time, you might want to give this other person the benefit of 
doubt. Perhaps their just doing what they are told to do. Yank their 
administrative rights from your production server and grant them on development. 
Put the new administrator back in the sand box where it belongs and let it play. 
This is not a bad approach at all because you are going to want ONE or maybe TWO 
(hopefully very seasoned) people with production access so that they can move 
changes over into your production environment, rather than letting it be a 
free-for-all in which cows can come falling out of the sky.
 
Finally, after you have made your case, and explained to them that they are 
on the path to making their installation look like something that came right 
outta H - E - double hockysticks and that it will be next to impossible to 
maintain, well... There are other opportunities out there. I'll fess up - I have 
seen a couple of installations that look really good on the outside, but - 
because some yo-yo higher on the food chain wanted something - looked like road 
kill inside. Yes, in those instances I did the best that I could, tried hard to 
fix it, and waited for something else. Ironically, my frustration level went 
away - AAahhh..
 
Best of luck with your this.
 
(Just more proof for my theory that managers are secretly a more evolved 
form of lemmings. If there is a cliff near by, and their buddies jump)
 
 
 
 
 
 

  - Original Message - 
  From: 
  Koyb P. Liabt 
  
  Newsgroups: 
  public.remedy.arsystem.general
  To: arslist@ARSL

Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!

[Barber, Dave]

I agree that this list is a more valuable resource than any other.  Our
support isn't via BMC, so we've never had an issue on that count.

However, I can understand the concern if you believe that the quality of
support will suffer.  Surely though, they will offer similar technical
abilities as before?  Language is an interesting one though - I've got
plenty of colleagues in Dublin, and their english is about as clear as
I've ever heard.

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chapman, Gary
Sent: 08 September 2006 09:55
To: arslist@ARSLIST.ORG
Subject: Re: I Am Outraged! - BMC/Remedy is Outsourcing Support!!

Am I the only one who doesn't understand the comments about not being
able to understand the staff from Dublin? They speak English... Where's
the problem there?

I understand the issue's of outsourcing around the globe, but, as has
been mentioned before, this can make it easier for Remedy users in
places outside the US.

I myself have never really found the Remedy support to be much help. I
find that I am more likely to get a solution to any problems from this
list so I wont be affected should this happen. However, I feel that we
should all lighten up. There are many user in England/Ireland and also
in India who may benefit from support a little closer to home. Remedy is
a global product so why can't the support be global.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jamahowal Pinitubel
Sent: 07 September 2006 21:44
To: arslist@ARSLIST.ORG
Subject: I Am Outraged! - BMC/Remedy is Outsourcing Support!!
Importance: High

Hello community,

I have it on good authority from one of my contacts at BMC that they
will be starting to outsource their support to Pune, India and Dublin,
Ireland very shortly.

Am I the only one who is outraged by this?

Our company already pays an unconscionable amount of money for Remedy
Support. If they start to outsource I can guarantee you that our company
will stop paying for support altogether next year because they will be
diminishing the value of this support drastically but our maintenance
fees will not be discounted.

So THEY will be saving a ton of money by giving us compromised support
but they will not be compensating us in any way (and we just renewed our
maintenance contract before I was told of this!).

In my experience, the second most valuable thing besides the actual AR
System platform from Remedy is their support teams and infrastructure.
If BMC is going to start carving the support infrastructure up and
outsourcing it, then thay are going to lose the second most valuable
pool of Remedy professionals next to the engineers themselves.

What is BMC thinking? The executives are obviously boneheads who have NO
IDEA of the value of the Remedy AR System product line and the Remedy
support infrastructure.

I have emailed Bob Beauchamp but have not had a response from him
regarding this direction.

If we can no longer rely on the past stellar support for this product,
which is critical to us in our rapid development environment, we are
going to seriously consider moving to another development platform
entirely where they have on-site American/English speaking professionals
- not underpayed call centre (KB screen-reader) reps who have no
understanding and no context of the platform, and no relationships &
restricted escalation paths with the Remedy software engineering
community.

As a longtime customer, I am personally outraged by this move and I am
insulted that BMC has not contacted us nor have they solicited feedback
on this initiative.

What does everyone else think? (Please, EVERYONE chime in on this)

What can we do to get BMC to keep their existing support infrastructure
and stop them from farming out their support to people who can not even
speak clear American English?

JP

_
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Re: Macros for multiple users

[Barber, Dave]

**



We've found the application installations being setup 
differently from time to time.  The default used to be C:\Program 
Files\ARSystem\HOME\ARCmds, but the later installs have had defaults changed to 
point to the users own local path (ie. C:\Documents and Settings\user 
id\Application data\ARSystem\HOME\ARCmds).
 
So its down to personal preference, or possibly your own 
policies as to how it is best handled.
 
We have a few common macros that we send out to people, but 
I seriously doubt that we'd ever centralise them.
 
Regards
 
Dave


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan 
PalmerSent: 08 September 2006 02:51To: 
arslist@ARSLIST.ORGSubject: Re: Macros for multiple 
users
** So to clarify, you have the .arq files copied to everyone's arcmds 
path on their own computers.  Then they should see them.  Check the 
path they have in their Tools / Options which should point to that same 
folder.  When they record a macro do they see it? I'm not sure if 
Preferences will make a difference if those are utilized since we don't use 
them.  Someone else might chime in on that.  Do you used 
Centralized  Preferences?Susan
On 9/7/06, Hall, 
Granville V <[EMAIL PROTECTED]> wrote:

  ** 
  
  
  Thanks 
  Susan,
   
  We've been just 
  copying them all to that folder on each of the computers because it was the 
  default for Remedy.  I should clarify that they other users are on the 
  local machine.  I'll try moving it to the network and see if that 
  helps.  It was weird because they were there and then they disappeared 
  and they only show up for me.
   
  Thanks.
   
  
  
  
  
  From: Action 
  Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] 
  On Behalf Of Susan 
  PalmerSent: Thursday, 
  September 07, 2006 9:23 PMTo: arslist@ARSLIST.ORGSubject: Re: Macros for multiple 
  users
   
  ** Buddy,
  The macros are on YOUR harddrive.  The only way others 
  could get to them would be for your computer to be shared and the network path 
  to that location be put in Tools / Options in the path field on the other 
  computers.  Generally people choose a network location for 
  commonly used macros or they simply distribute them (via email) to others that 
  may use them and they store them in the path you have listed below on their 
  own computer.  That's the default path provided during the client install 
  and you can change it and/or add an additional path to it. 
  Susan
  
  
  
  
  On 
  9/7/06, Hall, Granville V <[EMAIL PROTECTED]> wrote:
  Hey 
  guys,I have an interesting problem going on.  We are running 
  Remedy User6.0.3 and I have macros in the C:\Program Files\AR 
  System\HOME\ARCmds,but they are only showing up for me in the macro bar 
  and not the other users of the computer.  Do you have any idea 
  why that would be?Thanks,Buddy 
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Re: new remedy admin needs training advice (U)

[Barber, Dave]

Have you had any background in any sort of application development - ie.
Anything like VB, C, or even HTML coding?

Regards

Dave 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of NoSuchStudios
Sent: 08 September 2006 14:43
To: arslist@ARSLIST.ORG
Subject: Re: new remedy admin needs training advice (U)

unfortunately no. all my experience is all helpdesk and server
administration related. I've just started studying Oracle and i've dug
into the books that came with ARS but thats all i've got so far. 

Jason
NoSuch


Hennigan, Sandra H CTR OSD EOST wrote:
> 
> UNCLASSIFIED
> 
> Do you have any database or account management experience? 
> 
> Sandra Hennigan
> 
> OSD Remedy Administrator
> Office # 703-602-2525 x251
> CACI - Ever Vigilant(tm)
> 
> Apparently, there is nothing that cannot happen today.  Mark Twain
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of NoSuchStudios
> Sent: Wednesday, September 06, 2006 2:56 PM
> To: arslist@ARSLIST.ORG
> Subject: new remedy admin needs training advice
> 
> 
> Hi all,
> 
> I've recently been assigned the title of Remedy Administrator...the 
> problem...i'm a Sys Admin with very little Remedy experience and my 
> company won't be able to get me into training until january or so.
> 
> My question is this. What should i be studying outside of the remedy 
> manuals so i can become at least fairly proficient. I've managed to 
> work out some basic things like CTI's, basic AL's and escalations, and

> some basic CM and Helpdesk administration but its been very very slow.

> What programs, languages, etc.. should i be focusing on?
> 
> Any advice would be much appreciated. We're working on a Windows 2k3 
> platform with AR System 6.3 and Oracle 9i.
> 
> V/R
> 
> Jason
> NoSuchStudios
> 
> --
> View this message in context:
> http://www.nabble.com/new-remedy-admin-needs-training-advice-tf2228920
> .h
> tml#a6177596
> Sent from the ARS (Action Request System) forum at Nabble.com.
> 
> __
> __
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> __
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Re: new remedy admin needs training advice (U)

[Barber, Dave]

I just wondered about your background.

I came into Remedy development with a history of developing in a range
of languages (some VB, FoxPro, RPG, a bit of Java, etc), and for myself,
the Admin course I went on (part 2) was a little basic, but I figure
that it would make a very good foundation.  After that course, any
queries I had were answered by this list, its by far and away the best
resource I've seen for any development system.

The only alternative I could figure would be if you had any other Remedy
developers at your organisation who would be willing to pass on some of
their skills. 

Regards

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of NoSuchStudios
Sent: 08 September 2006 14:51
To: arslist@ARSLIST.ORG
Subject: Re: new remedy admin needs training advice (U)

I've got some experience with HTML but not the others. 

To better give you all an idea of where i'm coming from. I came from a
high-tempo helpdesk. i fixed hardware and troubleshot apps and did
server maintenance and backups. i have no programming experience yet. 

Is this the way to go? C, VB, etc? 


Barber, Dave wrote:
> 
> Have you had any background in any sort of application development -
ie.
> Anything like VB, C, or even HTML coding?
> 
> Regards
> 
> Dave
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of NoSuchStudios
> Sent: 08 September 2006 14:43
> To: arslist@ARSLIST.ORG
> Subject: Re: new remedy admin needs training advice (U)
> 
> unfortunately no. all my experience is all helpdesk and server 
> administration related. I've just started studying Oracle and i've dug

> into the books that came with ARS but thats all i've got so far.
> 
> Jason
> NoSuch
> 
> 
> Hennigan, Sandra H CTR OSD EOST wrote:
>> 
>> UNCLASSIFIED
>> 
>> Do you have any database or account management experience? 
>> 
>> Sandra Hennigan
>> 
>> OSD Remedy Administrator
>> Office # 703-602-2525 x251
>> CACI - Ever Vigilant(tm)
>> 
>> Apparently, there is nothing that cannot happen today.  Mark Twain
>> 
>> 
>> -Original Message-
>> From: Action Request System discussion list(ARSList) 
>> [mailto:[EMAIL PROTECTED] On Behalf Of NoSuchStudios
>> Sent: Wednesday, September 06, 2006 2:56 PM
>> To: arslist@ARSLIST.ORG
>> Subject: new remedy admin needs training advice
>> 
>> 
>> Hi all,
>> 
>> I've recently been assigned the title of Remedy Administrator...the 
>> problem...i'm a Sys Admin with very little Remedy experience and my 
>> company won't be able to get me into training until january or so.
>> 
>> My question is this. What should i be studying outside of the remedy 
>> manuals so i can become at least fairly proficient. I've managed to 
>> work out some basic things like CTI's, basic AL's and escalations, 
>> and
> 
>> some basic CM and Helpdesk administration but its been very very
slow.
> 
>> What programs, languages, etc.. should i be focusing on?
>> 
>> Any advice would be much appreciated. We're working on a Windows 2k3 
>> platform with AR System 6.3 and Oracle 9i.
>> 
>> V/R
>> 
>> Jason
>> NoSuchStudios
>> 
>> --
>> View this message in context:
>> http://www.nabble.com/new-remedy-admin-needs-training-advice-tf222892
>> 0
>> .h
>> tml#a6177596
>> Sent from the ARS (Action Request System) forum at Nabble.com.
>> 
>> _
>> _
>> __
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
>> 
>> _
>> _ _ UNSUBSCRIBE or access ARSlist Archives at 
>> http://www.wwrug.org
>> 
>> 
> 
> --
> View this message in context:
> http://www.nabble.com/Re%3A-new-remedy-admin-needs-training-advice-%28
> U%
> 29-tf2235514.html#a6209165
> Sent from the ARS (Action Request System) forum at Nabble.com.
> 
> __
> __
> ___
> UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
> 
> __
> _ UNSUBSCRIBE or access ARSlist Archives at 
> http://www.wwrug.org
> 
> 

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Re: Windows VISTA

[Barber, Dave]

**



Are there any over-riding reasons for trying Vista at the 
moment?  From what I've read elsewhere (mainly slashdot), Vista isn't 
particularly close to being ready for production.
 
Our production servers are running on Win2k, and are 
turning out to be pretty much bulletproof - they've been running reliably 
(albeit increasingly slowly) for over 5 years.  In fact, as far as I'm 
aware, they are probably the most reliable Windows servers that we have 
here.  Pretty much every other application server seems to regularly need 
rebooting (exchange being the main culprit).
 
Regards
 
Dave
 
 


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heider, 
StephenSent: 12 September 2006 15:51To: 
arslist@ARSLIST.ORGSubject: Re: Windows VISTA
** 

 
I haven't tried it... but do you know if the 
7.0 Remedy User Tool works?


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hall, James (West 
Chester)Sent: Tuesday, September 12, 2006 10:40 AMTo: 
arslist@ARSLIST.ORGSubject: Windows VISTA
** 




Hello 
List,
 
Our IT team is evaluating Windows 
VISTA.   When they attempted to install the 6.3 AR System User tool 
the installation failed.  This didn’t come as a huge surprise considering 
the compatibility matrix makes no mention of VISTA that I could find.  During the installation, an 
error pops up saying “could not determine operating system version” and then 
setup fails.
 
Have any of you succeeded installing 
an AR System User tool on a machine running the Windows VISTA OS?  

 

Thanks, 
James W. 
Hall 
 __20060125___This 
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Re: Windows VISTA

[Barber, Dave]

Title: RE: Windows VISTA
**



Fair point, but even on the client base XP has been working 
incredibly well, and as Vista is (apparently) not close to being production 
ready, then any current testing could be seriously knocked out of kilter by 
possible changes to the OS?  Could depend on resources though - if you have 
the time and money to spend on it, I'm sure that both Microsoft and BMC would be 
happy for any feedback, and I'm pretty sure that this community would be 
interested in any such results.
 
Depending on the scale of the installations, the cost of 
upgrading the hardware to cope with the slick new features of Vista could be 
prohibitive.  having said that, we've gone through this before when moving 
from 2k to XP, its an inevitable part of this industry.
 
And of course there is also the issue of support - 
companies such as ours seriously dislike working on unsupported platforms.  
i haven't looked at the Microsoft OS support calendar, but Win2k can't be 
supported for much longer.
 
Good luck with the testing!
Regards
Dave


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV 
USAF 96 CG/SCWOESent: 12 September 2006 16:20To: 
arslist@ARSLIST.ORGSubject: Re: Windows VISTA
** 

Also, while Win2K might be bulletproof for your current SERVER 
instance, James is probably trying to prepare himself for the inevitable upgrade 
to Vista amongst his CLIENT base (users getting a new workstation or upgraded to 
Vista to take advantage of all its slick new features).
-Original Message- From: Action 
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Axton Sent: Tuesday, September 12, 2006 10:11 AM 
To: arslist@ARSLIST.ORG Subject: Re: 
Windows VISTA 
Mmmm, all new ip stack.  Tasty 
Axton Grams 
On 9/12/06, Barber, Dave 
<[EMAIL PROTECTED]> wrote: > 
** > Are there any over-riding reasons for trying 
Vista at the moment?  From what > I've read 
elsewhere (mainly slashdot), Vista isn't particularly close to > being ready for production. > 
> Our production servers are running on Win2k, and are 
turning out to be > pretty much bulletproof - they've 
been running reliably (albeit increasingly > slowly) 
for over 5 years.  In fact, as far as I'm aware, they are probably 
> the most reliable Windows servers that we have here.  
Pretty much every > other application server seems to 
regularly need rebooting (exchange being > the main 
culprit). > > 
Regards > > Dave 
> > > 
 > From: Action 
Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Heider, Stephen > Sent: 12 September 2006 
15:51 > To: arslist@ARSLIST.ORG > Subject: Re: Windows VISTA > 
> > ** > > I haven't tried it... but do you know 
if the 7.0 Remedy User Tool works? > 
 > From: Action 
Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of 
Hall, James (West Chester) > Sent: Tuesday, September 
12, 2006 10:40 AM > To: arslist@ARSLIST.ORG 
> Subject: Windows VISTA > 
> ** > > > Hello List, > > > 
> Our IT team is evaluating Windows VISTA.   When 
they attempted to install > the 6.3 AR System User 
tool the installation failed.  This didn't come as a > huge surprise considering the compatibility matrix makes no mention 
of VISTA > that I could find.  During the 
installation, an error pops up saying "could > not 
determine operating system version" and then setup fails. > > > 
> Have any of you succeeded installing an AR System User 
tool on a machine > running the Windows VISTA 
OS? > > > > > 
Thanks, > > James W. 
Hall > > > >  
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Re: Copy to / from Windows Clipboard

[Barber, Dave]

You can send stuff to the clipboard via Javascript :



function CopyToClipboard()

{

   CopiedTxt = "Some text or other";

   CopiedTxt.execCommand("Copy");

}

 

Never had to integrate anything like this into the WUT though.  I've got a 
HTML/Javascript password generator that I put into place for the support team a 
while back, and somehow it manages to push the password to the clipboard 
without any obvious supporting code ...

Regards

Dave

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Dave Saville
Sent: 14 September 2006 09:00
To: arslist@ARSLIST.ORG
Subject: Re: Copy to / from Windows Clipboard

On Wed, 13 Sep 2006 10:06:53 -0700, Thad Esser wrote:

>Could you use OLE actions (check BuoyantSolutions for SendKeys) to do a 
>ctrl-c/ctrl-v?
>

But it would not know what is "selected" assuming the OP wants to push stuff
*into* the clipboard from the AL.

>"clip.exe" (google it) is a command line utility that will let you 
>redirect text to the clipboard.  I don't think it can pull text out.

I have some DOSish code that *might* recompile for XP. Let me know if you get 
stuck and I will have a look.

>
>Thad
>"Perfection is achieved, not when there is nothing more to add, but 
>when there is nothing left to take away." - Antoine de Saint-Exupéry
>
>
>
>"Eric Cleereman (IT)" <[EMAIL PROTECTED]> Sent by: "Action 
>Request System discussion list(ARSList)"
>
>09/13/2006 09:22 AM
>Please respond to
>arslist@ARSLIST.ORG
>
>
>To
>arslist@ARSLIST.ORG
>cc
>
>Subject
>Copy to / from Windows Clipboard
>
>
>
>
>
>
>**
>Hi All,
>Using the WUT version 6.3, and Windows 2000/XP, does anyone know of a 
>way to copy to or from the Windows clipboard from an active link?
>Eric Cleereman
>__20060125___This posting was submitted with HTML 
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Dave Saville

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Re: Attachment Pool

[Barber, Dave]

**



have a filter that checks for changes to each of the 
entries, then writes an additional entry to the work log.  It shouldn't be 
that difficult to implement, its just that you will possibly need an additional 
filter to check on each of your pool entries.  We could do with something 
to organise our attachment pool - 10 entries.  I did put together a 
separate attachment form (its been mentioned here a few times), but that (along 
with an enhanced work log, similar to that in itsm7) has always been "in 
development" and never commited to live.
 
Regards
 
Dave


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of 
Sanjeev_GurramSent: 14 September 2006 15:20To: 
arslist@ARSLIST.ORGSubject: Reg:Attachment Pool
** 




Hi 
List,
 
 
Whenever a 
file is added or deleted in attachment pool, we need to update the work log 
(diary field) that for e.g. aaa.doc has been added or deleted. 

We have 10 
files in the attachment pool. 
 
I tried using 
the Run Process command (PERFORM-ACTION-ADD-ATTACHMENT) 
too, but 
since there are 10 files in the attachment pool it is getting 
complicated.
Is there an 
easy way to accomplish this?
 
With 
Regards
Sanjeeva Naidu 
G

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